Quality Assurance Continuous Improvement
Resume:
Merrell Hughes
Cincinnati, OH *****
**************@*******.***
Professional Summary
Adaptable and results-driven leader with 24+ years of cross-functional experience in implementation, mortgage lending, claims processing, sales, and quality assurance. Demonstrated success in building and leading high-performing teams, driving operational excellence, and fostering a culture of accountability and continuous improvement. Proven ability to manage complex, multi-phase projects, mentor and develop staff, and ensure regulatory compliance while exceeding performance targets. Adept at client onboarding and delivering exceptional service in fast-paced, growth-oriented environments. Seeking to leverage leadership acumen, operational expertise, and coaching skills to contribute to organizational success.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Implementation Specialist
Apex Systems/Bank of America-Phoenix, AZ
February 2025 to Present
• Serve as the primary liaison for clients during onboarding and implementation of treasury management solutions, including ACH origination, Wire Transfers, Zero Balance Accounts (ZBA), Remote Deposit Capture, and other depository services.
• Lead end-to-end implementation processes by coordinating internal teams, managing project timelines, and ensuring regulatory and operational compliance.
• Manage multiple concurrent client implementations across various banking products, delivering seamless transitions with a focus on accuracy, security, and client satisfaction.
• Facilitate technical setup, system integration, and testing for ACH and wire platforms, ensuring clients are fully trained and systems are aligned with business needs.
• Represent the organization’s service standards by providing prompt, knowledgeable, and professional support throughout the onboarding journey.
Mortgage Loan Originator
Freedom Mortgage, LLC-Phoenix, AZ
October 2024 to February 2025
• Conducted in-depth credit assessments and financial analyses to present tailored mortgage solutions aligned with borrower needs and regulatory requirements.
• Ensured full compliance with lending laws and underwriting guidelines, including FHA, Fannie Mae, and internal standards.
• Leveraged CRM software to maintain accurate communication logs, generate performance reports, and monitor loan milestones to ensure timely closings. Claims Associate- Auto Express
State Farm-Tempe, AZ
November 2023 to October 2024
• Managed end-to-end investigation and resolution of auto claims, taking full ownership from initial intake through final payout, ensuring accuracy and fairness.
• Served as Team Mentor and Quality Single Point of Contact (SPOC), delivering peer coaching, quality assurance feedback, and ongoing support to drive team performance and compliance.
• Interpreted complex policy coverages, evaluated damages, and negotiated resolutions, maintaining high levels of customer satisfaction in fast-paced, high-pressure environments.
• Recognized for leadership and reliability in navigating sensitive claims and supporting colleagues through training and process guidance.
Assistant Manager/Loan Officer
Mr. Cooper-Chandler, AZ
January 2020 to July 2022
• Led and mentored a high-performing team of 10 Mortgage Loan Officers across 16 states, driving consistent improvements in productivity, customer experience, and loan close rates.
• Provided day-to-day leadership on pipeline management, strategic goal setting, and problem resolution, ensuring operational efficiency and alignment with FHA, Fannie Mae, and internal policy standards.
• Delivered individualized coaching and professional development plans, fostering a culture of accountability, growth, and compliance excellence.
• Championed process improvements and team engagement initiatives that enhanced performance metrics and customer satisfaction.
• Promoted to Subject Matter Expert and then Assistant Manager within two years, reflecting strong leadership, adaptability, and deep knowledge of mortgage operations. SALES AGENT III/Quality Analyst
AMERICAN HOMES-Phoenix, AZ
July 2014 to January 2020
• Played a central role in establishing the company’s Quality Assurance department from the ground up, including designing evaluation frameworks, developing scorecards, and defining performance metrics.
• Partnered with leadership to identify quality standards and compliance benchmarks; implemented audit procedures that increased process transparency and agent accountability.
• Led the creation and delivery of QA training programs, onboarding materials, and calibration sessions to ensure consistent evaluation across teams.
• Recognized as “Top QA” for four consecutive years; credited with elevating service quality and driving sustained improvements in sales agent performance.
• Maintained a top 10% ranking in sales while balancing leadership responsibilities and QA initiatives. Education
AAS in JUSTICE STUDIES
SCOTTSDALE COMMUNITY COLLEGE-Scottsdale, AZ
Present
Skills
• Salesforce
• Fair Housing Regulations
• Loan Origination
• Sales management
• SharePoint
• CRM software
Certifications and Licenses
NMLS
Contact this candidate